Description and Requirements Essential Functions: Risk Management Operational reporting: Identifies and organize the data to produce meaningful views of operational performance. Develops detailed operational dashboards ensuring requirements meet operational objectives to develop recommendations where applicable. Extracting, compiling, and comparing data from various sources and reviewing data / creating metrics using various systems, applications, and Excel. Assist in designing, developing and implementing new and enhanced analytical/forecasting/reporting methods in Excel/PowerPoint. Produce ad-hoc reporting requests as business needs require. Provide key trend analysis and outlooks on metrics needed for reporting. Analyze data inputs, find trends and come up with solutions to ensure accuracy for reporting. Demonstrate ability to work independently and in a team environment. Project Management: Communicate appropriately with identified stakeholders within Risk Operations and business management. Good relationship management & communication to be able to discuss critical facts & figures with stakeholders and leadership. Relationship Management Maintains a positive working relationship with global stakeholders and sustains an ongoing relationship with key business contacts. Effectively maintains the appropriate level of communication with business management. Technical Skills Excellent knowledge of MS Office, Power BI (Excel & PowerPoint in Particular) Be able to create / modify formulas in Excel to meet the need of any report. Analytical and problem-solving skills. Process Specific Skills Be able to create / modify formulas in Excel to meet the need of any report. Confident in liaising with stakeholders Communicate findings of the report, develop resolutions with Risk Operations management. Maintain an ongoing relationship with key business contacts. Background in Audit and Control testing reporting will be an added advantage. Soft skills (Mandatory / Desired) Effective oral & written communication Effective presentation skills using tools & techniques. Strong MS Office experience including Excel, PowerBI & PowerPoint. Strong analytical skills and attention to detail. Good interpersonal skills, ability to collaborate across teams. Work Independently and Self Motivated. About MetLife Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East. Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us! #BI-Hybrid

• Track and analyze daily performance across all mechanics • Maintain and update performance tracking systems and reports • Follow up with underperforming mechanics to identify issues and drive improvement • Provide daily performance summaries and insights to management • Support disciplinary processes • Assist with scheduling and coverage planning • Own and maintain inventory tracking system for parts and accessories • Analyze stock levels and forecast demand • Plan and coordinate transfers of bikes, batteries, and parts between locations • Communicate daily with store teams to align on priorities and production targets • Onboard new mechanics on ERP basics and operational workflows • Act as a bridge between stores, logistics, procurement, legal, and leadership

• Track and analyze daily performance (points, KPIs, efficiency) across all mechanics • Maintain and update performance tracking systems and reports • Follow up directly with underperforming mechanics to identify issues and drive improvement • Provide daily performance summaries and insights to management • Support disciplinary processes (notices, attendance tracking, call-outs, etc.) • Assist with scheduling, coverage planning, and cross-location staffing • Own and maintain inventory tracking system for parts and accessories across all locations • Analyze stock levels, usage trends, and forecast demand • Initiate and manage transfer requests between warehouse and stores • Prevent stock shortages through proactive planning and communication • Support and oversee inventory counts and audits • Plan and coordinate transfers of bikes, batteries, and parts between locations • Work closely with logistics to ensure readiness on both shipping and receiving sides • Monitor bike availability across locations and align supply with demand • Oversee movement of damaged bikes, batteries, and scrap • Communicate daily with store teams to align on priorities and production targets • Assign workload to key locations (especially main warehouse/store with highest mechanic capacity) • Monitor repair flow, turnaround time, and operational bottlenecks • Ensure stores are properly equipped to meet demand and avoid lost sales • Onboard new mechanics on ERP basics and operational workflows • Train store managers on inventory tools and transfer request processes • Provide ongoing support and guidance on systems and procedures • Act as a bridge between stores, logistics, procurement, legal, and leadership • Resolve operational issues and conflicts in real time • Support escalation handling and critical decision-making • Track decommissioned bikes and maintain structured reporting • Monitor fleet health, availability, and repair pipeline • Support leadership with data for operational decisions • Manage key B2B client (DutchX) operations end-to-end • Coordinate repairs, logistics, and communication with client • Handle escalations and ensure service quality • Align internal teams to support client needs

**Operations Lead — Role Overview** The Operations Lead is responsible for day-to-day operational performance across all store locations, with a strong focus on mechanics productivity, inventory management, logistics coordination, and cross-functional alignment. This role acts as a central point of coordination between stores, warehouse, logistics, and leadership. **Core Responsibilities** ***Mechanics Performance Management*** Track and analyze daily performance (points, KPIs, efficiency) across all mechanics Maintain and update performance tracking systems and reports Follow up directly with underperforming mechanics to identify issues and drive improvement Provide daily performance summaries and insights to management Support disciplinary processes (notices, attendance tracking, call-outs, etc.) Assist with scheduling, coverage planning, and cross-location staffing ***Inventory & Stock Management*** Own and maintain inventory tracking system for parts and accessories across all locations Analyze stock levels, usage trends, and forecast demand Initiate and manage transfer requests between warehouse and stores Prevent stock shortages through proactive planning and communication Support and oversee inventory counts and audits ***Logistics & Fulfillment Coordination*** Plan and coordinate transfers of bikes, batteries, and parts between locations Work closely with logistics to ensure readiness on both shipping and receiving sides Monitor bike availability across locations and align supply with demand Oversee movement of damaged bikes, batteries, and scrap ***Operations Oversight*** Communicate daily with store teams to align on priorities and production targets Assign workload to key locations (especially main warehouse/store with highest mechanic capacity) Monitor repair flow, turnaround time, and operational bottlenecks Ensure stores are properly equipped to meet demand and avoid lost sales ***Training & Onboarding*** Onboard new mechanics on ERP basics and operational workflows Train store managers on inventory tools and transfer request processes Provide ongoing support and guidance on systems and procedures ***Cross-Functional Coordination*** Act as a bridge between stores, logistics, procurement, legal, and leadership Resolve operational issues and conflicts in real time Support escalation handling and critical decision-making ***Asset Tracking & Reporting*** Track decommissioned bikes and maintain structured reporting Monitor fleet health, availability, and repair pipeline Support leadership with data for operational decisions ***Account Management (B2B)*** Manage key B2B client (DutchX) operations end-to-end Coordinate repairs, logistics, and communication with client Handle escalations and ensure service quality Align internal teams to support client needs